Support is handled through our Support
Forum. The following rules apply:

Include a thorough description of the actions that led
to the problem. If you can, describe briefly what you
think caused the problem.

Include a description of the running OS (Windows 9x / ME
/ NT / 200X / XP / Vista / Win7/8 or OS/2 or Linux etc.), including version
information, Service Pack levels and the file-system (FAT,
NTFS, etc.) in use.

When you are dealing with MBR, partition table and boot
sector related issues, please create a DiskPatch SUPPORT
ANALYSIS LOGFILE. Typical symptoms of such issues are
entire drives and partitions that can't be accessed. If
you have already performed repairs, include the DiskPatch
log file(s) in the support request.

Include relevant information such as descriptions of
symptoms and actual (error) messages that are displayed
when trying to access the data, file system etc. If you
have lost partitions, describe the partitions as they were
before the problems occurred.

When relevant, include hardware information
(internal/external controller, array information etc.) if
you think it has any bearing on the problem at hand.

We do not send attachments to free email accounts! If
for any reason we need to send zipped executables, you
must provide us with an email address capable of receiving
zipped attachments larger than 1 Mb.

If your support request concerns DiskPatch:
If you have already performed a repair but need additional
assistance, please include the contents of the most relevant
log file. In general this will be the most recent log file (DP.LOG),
but it may also be an older log file if you have restarted
DiskPatch.
Please do not include irrelevant information or files (such
as the state files or old log files) unless we specifically
ask for them.

Downloading and using the DiskPatch Trial version,
posting the log file and asking for our recommendations is all
free of charge.

Usually the registration email(s) are sent within minutes after
purchase, but there are situations were the registration email does
not reach the customer. Delays can be caused by the commerce
provider (MyCommerce in our case) when they decide that a purchase needs
to be analyzed further. For instance, when a free email address
(Hotmail, Yahoo mail etc.) is used for the registration, there is a
chance that the purchase verification will take a bit longer. Please
understand that this is beyond our control; contact
MyCommerce if you have questions about this.

Another well known cause for emails not reaching the customer is
spam filters. In most cases were we received emails asking us why the
registration emails are not sent after the purchase verification had
completed, the problem could be traced back to spam filters: the
mail was sent but rejected on the side of the customer.

Finally (and this should be obvious but if you count the number
of problems we have seen with this it apparently is not): make sure
you type your email address correctly.

Order status lookup, purchase order information etc.

To re-issue a serial number we require a proof of purchase. The order
number (not the serial number or license key)
is accepted as a proof of purchase.

STEP 2: Submit your request for resending a lost serial number to
DIY DataRecovery support.
Make sure to include the order number!

IMPORTANT

If you selected the MyCommerce Registration Backup Service during
your purchase visit MyCommerce and
check 'Support', then 'Shopper Support'.

The Registration Backup Service is offered by MyCommerce during the
purchase of software products which require the use of a
registration code or key for full access. With this service,
MyCommerce retains a backup copy of your registration code, for a period
of one year, should you need it again in the event of loss, a
computer crash, virus, etc.

Our
refund policy

If the product you purchased has not been able to help you, or if
you are otherwise dissatisfied with its performance, we will refund
your order.

Please note that a refund is unconditional, but we do have
some requests:

We would like to be given the opportunity
to help you.

We've seen it all, and if you run into problems with your purchase
there's a good chance we will be able to assist you. And even if we can't
help you, it would help us to know why. Please describe your situation
clearly. Tell us what happened, what didn't happen, or what you
expected to happen.

Please stay polite.

We understand your frustration if things do not go the way you want
them to go, but starting a shouting match will not solve the problem.
Remember, our main goal is to give you access to your data again,
not to create all sorts of problems: we all want the same thing.

License and usage of the purchased program
expire when accepting the refund.

Once you have accepted the refund you are no longer allowed to use
the program, with the exception of trial modes and freeware
modes/applications. We expect you to delete your license details
and remove the program from your system and software library.

That is not the way to handle the matter. Always contact us first,
not the credit card payment provider.

Other generic conditions are:

All bundle- and discount sales (sales that include multiple
programs for a reduced price) are excluded from the refund
policy: no refunds will be given for any product that was
purchased as part of a (discount) bundle.

You must request the refund within 10 days after the purchase
date.

You will be refunded in the currency that was used for the
payment.

Refunds may take a few days to show up on your credit card
statement or other payment related statement, please be patient.

We require the order number to perform the refund. Make
sure we have the correct information when requesting the refund.

We only handle the refunding of the product purchase;
additional services (such as extended download service or
shipping of physical media) are not handled by us. You will need
to contact MyCommerce
(our e-commerce provider) for information regarding the
refunding of service purchases.

Remember: all our products are available as trial versions; make
sure to try before you buy.

Regardless of the outcome, we appreciate your business and
respectfully thank you for choosing and using our products.

Why
are our downloads not signed?

The signing of downloads is a mechanism designed to ensure
that downloads are 'safe'.

We consider download signing to be useless for the
following reason: Anyone can purchase a certificate which can
then be used to sign downloads, no questions asked. That would
include people with bad intentions. As such signed downloads
offer no real additional security, which renders the concept
useless. In addition, for smaller companies (such as DIY
DataRecovery.nl) it is very difficult (and costly) to obtain a
license to sign your software. The irony of this does not
escape us, and therefore we do not support signing.

DIY DataRecovery guarantees that all downloads offered on
this website are safe and free of malware!
You can verify that the download has not been tampered with by
checking the SHA hash values, look at the downloads
page for more information.

We suggest you always verify any software you download
using a virus- and spyware scanner. If you do not have a virus
scanner installed you can use an online scanner, but this is no substitute for a locally installed
on-access scanner.